Credit Card Processing:

Unfortunately, on rare occasions a customer's credit card cannot be processed. This can occur for a variety of reasons:

The billing address on your account must match the address to which your credit card company sends your bills. Incorrect information may result in an inability to process your credit card.

Although unusual, on occasion we may not be able to process credit cards from certain countries.

Often times credit card companies will freeze accounts to investigate online purchases.

Much of this will require a dialogue with your credit card provider. However, if you are certain that your credit card should process, please complete the "Trouble Ticket", below.

Opening a file:

Your file may not open automatically. If it doesn't, you will need to find the file you saved to your hard drive and double-click to open it. In order to do so you must know the name of the file you are looking for. This information can be found on your receipt.

If you have done this, but you computer still won't open the file, see "File Viewers", below.

File Viewers:

You will likely need a file viewer or other application to use the file that you have purchased. If you are uncertain if you have the appropriate application, refer to the links below.

Finding a lost file:

In order to find a lost file you must know the name of the file you are looking for. This information can be found on your receipt.

Windows: From START (usually on the bottom-left side of the screen). Select SEARCH.

Mac: From FILE (top of the screen). Select FIND.

If you have found your file, but cannot open it, please see "File Viewers".

Other ways to receive your file:

If you are having difficulty downloading and/or opening your file, a copy can be automatically sent to you via email.

How long do I have to retrieve another copy of my file?

You have 48 hours to log into your account. During this time, you may return to download additional copies of your file(s). If you have difficulty downloading your file, please see "Other Ways to Receive Your File".

Still having trouble?

Although we have worked diligently in order to assure that every customer has a satisfying and pleasurable experience, on occasion a customer is unable to download or open a file. Often this is due to the presence of a firewall, anti-virus utility, or other conflicting software. In this case, we ask that you complete the following form so that we can do everything possible to improve the quality of your next purchasing experience. If you still have difficulty a representative will be happy to arrange delivery of your product.

Trouble Ticket

Contact name:

Email address:

Phone:

Message body:

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